Reservations Agent

The role, Reservations Agent, reporting to the Reservations Manager at voco and Hotel Indigo Brisbane City Centre, will be crucial in providing administrative support and guest services within the Pro-invest Hotels Portfolio.

Pro-invest Hotels is seeking a motivated Reservations Agent to join our team, responsible for managing group bookings across multiple channels, maximizing hotel occupancy and revenue, and providing excellent guest service for two hotels in Brisbane City. The role involves handling reservations via phone, email, and online systems, supporting colleagues, and ensuring accurate guest records. Candidates should have strong communication skills, attention to detail, experience with reservation systems (Opera preferred), and the flexibility to work varied shifts. A commitment to health and safety, confidentiality, and teamwork is essential. If you're enthusiastic about hospitality and ready to contribute to a professional team, we'd love to hear from you.

Key responsibilities:

• Maximize occupancy and revenue through effective booking conversion techniques.
• Manage group reservation requests, adhering to contracts, and maintain accurate group booking records.
• Verify daily group arrivals, ensuring guest profiles, agent/company details, and accounts are correctly updated.
• Entering and updating of group rooming lists.
• Building and modifying group room blocks in Opera PMS.
• Entering group information into Delphi Salesforce for all confirmed group contracts.
• Run and distribute reports related to group reservation activities.
• Prepare group pre-arrival reports for each hotel.
• Assisting with ad hoc requests relating to the reservations team and assisting other departments as required.
• Respond promptly and professionally to all guest and travel agent communications.
• Create and maintain accurate reservation records, prepare confirmations, and process cancellations or modifications efficiently.
• Provide accurate information about hotel offerings, group rates, packages and location.
• Maintain working knowledge of Opera PMS Delphi Salesforce, Microsoft Office, Outlook and other relevant software.
• Collaborate with colleagues during busy periods to ensure excellent guest experiences.
• Identify opportunities to upsell accommodation and hotel services.
• Work shifts as per roster with flexibility to meet business demands.

This role supports the team across two hotels: voco and Hotel Indigo Brisbane City Centre and is based at voco Brisbane City Centre. We strive to deliver accurate and concise information, working closely with all teams to drive overall profitability and provide operational group support for the portfolio.

In return we offer:

• Career growth opportunities throughout the Pro-Invest Group.
• Food & Beverage and Accommodation discounts across the Pro-Invest Hospitality Group.
• Fantastic International colleague accommodation discounts throughout IHG.
• A colleague Referral Incentive Program.
• An EAP program and steadfast commitment to creating a positive staff culture.
• And many more perks of being part of the Pro-Invest and IHG network.

What We're Looking For:

• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational abilities.
• Ability to work effectively in a fast-paced team environment.
• Proficiency with reservation systems and Microsoft Office (preferred)
• Positive attitude and willingness to learn.
• Flexibility to work various shifts including weekends and public holidays

QUALIFICATIONS AND REQUIREMENTS

Required Skills & Knowledge:

• Ability to communicate effectively with colleagues, guests, and external parties in spoken and written form.
• A high energy level and a passion for achieving results, meeting deadlines with accuracy.
• Efficient and accurate keyboard skills.
• Microsoft Office proficient – Word and Excel.
• Technology Proficient – be capable and comfortable with a variety of technology, as duties are carried out through the computer and various IT platforms.

Qualifications:

• Experience in a similar role
• Formal qualifications an advantage
• Minimum 1 years' experience in a similar role, ideally within the hospitality/hotel environment with a proven track record of success.
• Prior demonstrated experience in multitasking, meeting deadlines, attention to detail, with a strong ability to communicate in writing
• Strong data entry skills
• Experience and knowledge using the Delphi Sales & Catering system or equivalent an advantage.
• Ability to work collaboratively as part of a team and independently in a fast-paced environment.

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.